*** Must report to the Laurel, MD office daily ***

Solar Energy World—now a wholly owned Comcast company—is expanding rapidly and looking for hardworking, results-oriented Inside Sales Representatives to support our growing DMV market. This role is designed for individuals who want to prove themselves, master the fundamentals of sales, and earn a clear pathway into Outside Sales.

Comcast has a long and successful history of acquiring, investing in, and scaling high-potential companies. As part of Comcast’s Energy Services business unit, Solar Energy World is fully backed to grow aggressively while maintaining our commitment to integrity, in-house quality, and long-term value for homeowners—because tomorrow matters.

Position Overview 

The Customer Care Manager is responsible for the overall leadership, performance, and continuous improvement of the Service Center (Call Center) operation supporting residential solar and battery customers. This role leads a team of Case Managers and Billing Specialists while partnering closely with Tier II Technical Support and Field Service leadership to deliver an exceptional customer experience from initial customer contact through final case resolution and billing closure. This position oversees inbound call operations, workforce management, customer case ownership processes, service-level performance, employee development, and operational excellence.  

The Customer Care Manager is responsible for ensuring customers receive timely responses, proactive communication, and successful issue resolution while maintaining high standards for service levels, case management, quality, and employee engagement. This leader drives performance through coaching, accountability, process discipline, and continuous improvement initiatives that support the company's priorities of Safety, Quality, Customer Experience, Speed, Productivity, and Execution.  

Primary Responsibilities 

Service Center Leadership 

• Lead the day-to-day operations of the Customer Care teams. 
• Directly manage Case Managers and Billing Specialists. 
• Establish a culture of customer ownership, accountability, teamwork, and continuous improvement. 
• Ensure consistent execution of the operating model. 
• Balance customer experience, employee productivity, service levels, and operational efficiency. 

Customer Experience Leadership 

• Own overall customer satisfaction and service performance for the Customer Care department.  
• Ensure Case Managers provide proactive communication and maintain ownership throughout the service lifecycle. 
• Monitor customer feedback, complaints, escalations, and satisfaction trends. 
• Personally engage in high-impact customer situations requiring leadership involvement. 
• Drive initiatives that reduce callbacks, repeat contacts, and unresolved issues. 
• Partner with Field Service and Tier II Technical Support to ensure seamless customer experiences. 

Call Center Operations & Workforce Management 

• Manage inbound call center performance, staffing, and coverage schedules. 
• Ensure appropriate staffing levels to meet service-level expectations. 
• Monitor queue performance and make real-time operational adjustments as needed. 
• Oversee workforce planning, scheduling, breaks, lunches, coaching sessions, PTO coverage, and staffing needs. 
• Analyze call volume trends and adjust staffing strategies accordingly. 
• Support implementation of workforce management practices that improve efficiency and service consistency. 
• Maintain predictable call coverage while protecting dedicated case-management time. 

Case Management Excellence 

• Ensure customer cases are accurately created, assigned, documented, and progressed through resolution. 
• Monitor open-case aging and team workloads. 
• Establish standards for documentation, communication, scheduling coordination, and case ownership. 
• Ensure proper escalation and handoff processes between Case Managers, Billing Specialists, Tier II Support, and Field Service. 
• Review complex cases and remove barriers impacting resolution timelines. 
• Promote consisten